Production Support Triage Manager

Astra North Infoteck Inc.

Toronto, ON
Permanent
Temps-plein

Il y a 14 jours

Production Support Triage ManagerLocation: Toronto- Hybrid 2 days in officeProduction Support Triage Manager is responsible for managing day-to-day triage operations for incidents, alerts, and service requests in a production support environment. The role ensures accurate prioritization, timely resolution, SLA adherence, and effective coordination across operations, engineering, and business stakeholders. Manage incident and request triage, including severity assessment, prioritization, and assignment.Coordinate and support P1P2 (Major Incident) management calls and ensure timely communication.
Monitor ticket queues, backlog, aging, and SLASLO compliance.
Track recurring issues and support root cause analysis (RCA) and problem management.
Act as a central coordination point between application teams, infrastructure, vendors, and business.
Prepare and share daily weekly operational dashboards and service review inputs.
Support release, deployment, and change activities from an operational readiness perspective.
Drive continuous improvement in triage accuracy, response time, and operational efficiency.Tools Skills (Mandatory)
ServiceNow Incident, Problem, Change Management, dashboards, reporting JIRA Defect tracking, operational tasks, backlog management Confluence SOPs, runbooks, triage playbooks, documentation Strong understanding of ITIL processes (Incident, Problem, Change) Experience in high-volume, 24x7 production support environments Strong analytical, prioritization, and communication skills

Astra North Infoteck Inc.

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